Case Studies / Business Transformation

Knowledge Management Assessment Leads to Annual Savings of $1.8MM for Healthcare Business

Healthcare Industry

Scope

A major provider of health benefits solutions was in the process of a Knowledge Management (KM) transformation and engaged Northridge to provide the following services:

• Analyze and quantify the benefits that would be realized by investing in a new KM solution.
  • Reduced handling times; increased associate satisfaction, customer satisfaction and transactional call deflection
• Develop a data-driven prioritization of KM capabilities.
• Create an inventory of integration points/dependencies required for deployment of the KM tool.

Process

• Northridge developed the business case and created a decision matrix ranking priorities for deployment.
• We identified technical integration points to optimize access and usability and strategically plan for costs and timing.
• We assessed KM opportunities for self-service so that content tailored to customers’ needs could be developed to help them find the answers they’re looking for, driving improved customer satisfaction and reduced call volume.

Results

• Northridge’s assessment identified opportunities to improve self-service that are on track to increase customer satisfaction and reduce targeted call volumes by 40%, resulting in annual savings of $1.8MM.
• Our data-driven prioritization of KM deployment makes it so much easier for associates to quickly find  the information they need to care for their customers which enabled:
  • increased team sizes with even higher quality, driving improved CSAT and First Call Resolution (FCR)
  • reduced effort for Contact Center associates, leading to reduced attrition
  • streamlined new hire training, allowing associates to be productive faster.